In the crowded and competitive telecommunications market, exceptional customer service can sometimes prove frustratingly elusive. Last night, Roy Morgan Research recognised those businesses that stood out from the pack in 2013, announcing the annual Customer Satisfaction Award-winners for the Telecommunications industry.
Budget provider Amaysim romped in as Mobile Phone Service Provider of the Year, toppling 2011–12 winner, Virgin Mobile, with 12 out of 12 monthly wins in 2013.
Internode scored its third consecutive Home Internet Service Provider of the Year Award, while Home Phone Provider of the Year went to regional company Southern Phone for the first time.
Apple iPhone was never in doubt to win Handset Provider of the Year for the third year running, racking up an emphatic 12 monthly wins over the course of 2013.
Michele Levine, CEO, Roy Morgan Research, says:
“It’s been another big year in the Telecommunications industry, with Apple launching its long-awaited 5c and 5s handsets, land-line services continuing their slow decline in Australian households and options for online and mobile technologies proliferating at a dizzying rate.
“The winners of the telecommunications categories in our annual Customer Satisfaction Awards have distinguished themselves with consistently excellent service in a market where consumers are often left feeling overwhelmed, confused or even let down.
“Three-time winners Apple and Internode have shown yet again that a commitment to customer satisfaction is fundamental to their business philosophy, while first-time winners Amaysim and Southern Phone are to be congratulated for making such a positive impression on Australian consumers over the last year.”
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Roy Morgan Research
Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.
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